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Bilingual Insurance Claims Specialist

3 months ago

Ottawa, Ontario, Canada TD Bank Full time

Bilingual Claims Advisor I

Location: Ottawa, Ontario

Work Location: Canada

Hours: 35

Line of Business: TD Insurance

Compensation Details:

We are dedicated to ensuring fair and equitable remuneration for all our team members. We encourage candidates to engage in open discussions with our HR Team regarding compensation-related inquiries, including details pertinent to this position.

Role Overview:

PRIMARY RESPONSIBILITIES

CUSTOMER ENGAGEMENT

  • Initiate conversations with clients to comprehend and fulfill their requirements by offering guidance and assistance concerning coverage and the claims process.
  • Deliver insightful claims guidance during every client interaction to foster an exceptional customer experience; actively seek opportunities to enhance the overall customer journey.
  • Address customer concerns effectively and escalate issues as needed; direct clients to the appropriate team members or internal partners when necessary.
  • Exhibit adaptability in modifying tasks based on client and business demands.
  • Strive to create an outstanding customer experience at each interaction and contribute to the continuous enhancement of the overall service quality.

SHAREHOLDER RESPONSIBILITIES

  • Organize and prioritize personal workload to meet service level agreements and productivity standards.
  • Exercise discretion in managing correspondence, information, and all confidential matters; escalate issues when necessary.
  • Maintain knowledge of practices and procedures within your area of responsibility and stay informed about emerging trends in claims assessment and litigation.
  • Safeguard the organization's interests by identifying and managing risks, escalating non-standard or high-risk transactions as required.
  • Contribute to achieving business objectives focused on Operational Excellence.
  • Assist in the timely and accurate execution of business processes and procedures.
  • Ensure that documentation prepared is precise and accurately reflects client/business intentions while adhering to relevant regulations.
  • Identify and actively participate in opportunities for process improvement.
  • Develop expertise in the field, providing guidance and support to colleagues.
  • Recommend and implement standard practices and procedures relevant to insurance claims.
  • Stay updated on emerging issues, trends, and evolving regulatory requirements, assessing their potential impacts.
  • Foster a culture of risk management and control, supported by effective processes aligned with risk appetite.
  • Assume responsibility for minimizing operational and regulatory risks by adhering to Bank and industry Codes of Conduct.

TEAM COLLABORATION

  • Actively engage as a team member, fostering a positive work environment that emphasizes service to the business, quality, innovation, and teamwork, while ensuring timely communication of relevant issues.
  • Support the team by continuously enhancing knowledge and expertise in your area and participate in knowledge sharing within the team and business unit.
  • Stay informed about emerging trends and developments, expanding knowledge of the business, related tools, and techniques.
  • Engage in personal performance management and development activities, including cross-training within your team.
  • Keep colleagues informed about the status and progress of projects and share relevant information related to daily activities.
  • Contribute to the team's success by assisting others in completing work activities; provide training, coaching, and guidance as appropriate.
  • Promote a fair, positive, and equitable environment that supports a diverse workforce.
  • Act as a brand ambassador for the business area/function and the bank, both internally and externally.

SKILL SET & KNOWLEDGE

  • Apply foundational knowledge to manage routine tasks with minimal risk.
  • Handle limited situations related to Core Auto, Life & Health, and Residential claims.
  • Possess limited claim settlement authority, requiring higher-level approval for claims exceeding authority limits.
  • Complete tasks within defined parameters with guidance from management as necessary.
  • Utilize the Claims Resources Team to make decisions regarding liability and assessment.
  • Demonstrate intermediate knowledge with relevant training and/or experience; industry accreditation and training are generally required.
  • Typically report to a Team Manager.

EDUCATION & EXPERIENCE

  • College or University degree.
  • Minimum of 2 years relevant experience.

LANGUAGE REQUIREMENT

  • Fluency in both English and French is required.

About TD Insurance

As a part of TD Bank Group, one of Canada's largest financial institutions, TD Insurance is dedicated to supporting Canadian families by providing the best advice, protection, and assistance during their times of need.

TD Insurance offers a comprehensive range of products, including General Insurance and Life and Health coverage, with over four million customers relying on our services.

As the largest direct-to-consumer insurer in Canada, we continuously innovate and provide exciting and rewarding career opportunities for our workforce across the country.

Our Total Rewards Package
Our Total Rewards package reflects our commitment to investing in our colleagues' financial, physical, and mental well-being. It includes a base salary, variable compensation, and several key plans such as health and wellness benefits, savings and retirement programs, paid time off, banking benefits and discounts, career development, and recognition programs.

Additional Information:

We appreciate your interest in building a career with TD. Through regular development discussions, training programs, and a competitive benefits plan, we are committed to providing the support our colleagues need to thrive both professionally and personally.

Colleague Development

If you are interested in a specific career path or wish to develop certain skills, we are here to assist you in achieving success. You will have regular career, development, and performance discussions with your manager, along with access to an online learning platform and various mentoring programs to help unlock future opportunities.

Training & Onboarding

We will provide comprehensive training and onboarding sessions to ensure you have everything necessary to excel in your new role.

Interview Process

We will reach out to candidates of interest to schedule interviews and strive to communicate outcomes to all applicants via email or phone.

Accommodation
Your accessibility is important to us. Please inform us if you require accommodations (including accessible meeting rooms, captioning for virtual interviews, etc.) to help eliminate barriers during the interview process.

We look forward to your application.